If your admin has turned on omnichannel routing, you’ll set your state in a different way.
See Setting your agent status with omnichannel
routing for instructions about setting your state for multiple
channels.
Agents can set their availability for the voice channel in the Agent
Workspace as online, offline, transfers only, or away, as described in this article.
Agents can also set agent state (with the exception of the Transfers only state) from
the Zendesk Support Android or iOS mobile apps.
To set your agent state
-
In Support, click the Call icon
(
) in the topbar, then select your state.
- Online: Available to take calls, and calls can be routed to you. If you don't answer the call after 30 seconds, the call is routed to the next online agent. When an agent in the Online state answers a call, they remain in the Online state and incoming calls are queued.
- Offline: Not available to take calls, and calls are not routed to you. You must manually set this state. If you shut down your computer, your agent state is not automatically set to Offline. Alternatively, an admin can set the state for an agent in the dashboard, unless omnichannel routing is configured.
- Transfers only: Available to take a call transfer from another agent, but not available to take calls from the current queue. Agents in the transfers only state can make outbound calls. This state can only be used for agent-to-agent transfers and not group transfers.
- Away: Not available to take calls; for example, you could be on a break. Calls are not routed to you but are placed in the queue for an available agent. This state is intended to be used for short periods of time. If you're going to be away for a while, use the Offline state.
In a scenario where all agents are in the Offline or Transfers only state, incoming calls are routed to voicemail. In a scenario where all agents are in the Away state, incoming calls are queued.